Client Experience Manager

Job Description

Hello Future Client Experience Manager!

RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact.
United by our proud heritage, strong ethics and philosophy of Traditional values. Innovative ideas, it’s the magic of our people and culture that sets us apart.
Now, is the time to imagine your next move with South Africa’s number one employer in Financial Services for 2025, where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.

The role entails, overseeing daily operations of Customer Experience (CX) initiatives and ensuring that customer interactions across multiple channels are seamless and positive.
Focuses on the practical aspects of CX, working to improve and optimise processes, resolve challenges and enhance overall customer experience.
Collaborates with various teams to implement CX strategies and monitor the performance thereof.

Are You Someone Who Can:

• Oversee the daily operations of CX initiatives, ensuring that all activities are executed effectively and align with strategic goals.
• Create and update customer journey maps that detail the interactions customers have with the organisation, identifying opportunities for enhancement.
• Monitor CX performance metrics and generate reports that provide insights into customer satisfaction and areas for improvement.
• Collaborate with teams to promptly resolve customer issues, ensuring that problems are addressed efficiently and effectively.
• Analyse customer feedback and operational processes to identify and implement improvements that enhance the customer experience.
• Design and administer customer feedback surveys, collecting data that informs CX strategies and improvements.
• Provide training and support to staff on CX best practices, ensuring they have the knowledge and skills to deliver exceptional client experiences.
• Work across departments and functional areas to ensure that CX initiatives are integrated into their operations and that there is a consistent approach to customer interactions.
• Oversee customer communication channels, ensuring that interactions are managed effectively, and customer inquiries are addressed promptly.
• Assist, where appropriate, in the development and management of customer loyalty programs that foster long-term business relationships.
• Become mindful of the customer sentiment on social media and other platforms, and implement insights in shaping customer journeys.
• Ensure that all CX activities comply with organisational policies and relevant regulations, maintaining high standards of customer service and integrity.
• Regularly update senior management on the status of CX initiatives and performance metrics, highlighting successes and areas for improvement.
• Assist in the implementation and adoption of new CX tools and technologies, ensuring they are effectively utilised to improve customer interaction.

You will be an ideal candidate if you have:

• 4-5 Years experience in a similar role
• Solid Client Experience & Value Management experience
• BCom Degree in Market or Equivalent
• Preferably an Honours Degree in Marketing

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Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

22/09/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.